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If users cannot use single sign-on to log in to NewVoiceMedia Vonage Contact Center or ContactPad, perform the relevant tasks for the user's issue.

User can't see the relevant single sign-on button or buttons on the login page in the

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VCC Admin Portal or ContactPad

Single sign-on buttons will not appear if single sign-on is not correctly configured for the user's account. Check the user's account's configuration. For information about configuring single sign-on, see Configuring single sign-on.

If you have configured the user's account, check the URL that the user is accessing the NewVoiceMedia platform VCC Admin Portal or ContactPad on. The syntax for the single sign-on URL is https://***.newvoicemedia.com/CallCentre/?account=AccountName, replacing *** and AccountName with the appropriate values for your account. If the user is using ContactPad in Salesforce, check the CTI Adapter URL field in your call center settings in Salesforce. The field must contain the URL in the required syntax.

User can log in to one or more accounts using single sign-on, but can't switch to other accounts

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User can see the buttons, but can't log in

If the buttons are available but the user can't log in, the user may see one of the following messages:

No account is linked to your Salesforce organisation. If SalesforceUsername is not the correct user, please log out of Salesforce and try again.

This message appears if you have not linked the Salesforce user's org with a NewVoiceMedia Vonage Contact Center account that has Salesforce single sign-on enabled. The user has most likely logged in to the wrong Salesforce org. Check the org that the user is logged in to.

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This message appears if you have configured the user's account for single sign-on, but the account does not match the account in the URL that the user is accessing the NewVoiceMedia platform VCC Admin Portal or ContactPad on. Most likely, the user is using the wrong URL or has logged in to the wrong Salesforce org. Check the URL that the user is accessing NewVoiceMedia platform VCC Admin Portal or ContactPad on. If the URL is correct, check the org that the user is logged in to.

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This message appears when the account doesn't contain a NewVoiceMedia Vonage Contact Center user matching the external user. Check the following possible causes:

• The NewVoiceMedia Vonage Contact Center user doesn't exist. Create a NewVoiceMedia Vonage Contact Center user and link it to the external users.
• The NewVoiceMedia Vonage Contact Center user does exist but its username, email, or external ID does not match the identifier for the external user. Check the identifier values for the users.  For information about configuring identifiers for single sign-on, see Configuring single sign-on.
• The single sign-on configuration contains the wrong identifiers for matching the users. Check the single sign-on configuration. For information about configuring identifiers for single sign-on, see Configuring single sign-on.

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This message appears when more than one NewVoiceMedia Vonage Contact Center user matches the external user. For single sign-on to work correctly, ensure that each user has a unique email or external ID, as applicable.

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This message can appear for the following reasons:

• NewVoiceMedia Vonage Contact Center is restricted from accessing your Salesforce org
  To verify that NewVoiceMedia Vonage Contact Center is retricted from accessing your Salesforce org, go to Login History in Setup in Salesforce. Look for entries in the login history with the following details:

  Column	Value
  Status	Restricted IP
  ApplicationNewVoiceMedia	Vonage Contact Center

  

  If such entries appear, change the IP restrictions for the NewVoiceMedia Vonage Contact Center connected app. Go to Connected Apps (in Salesforce Classic) or Manage Connected Apps (in Salesforce Lightning Experience) in Setup. In the list of connected apps, click Edit alongside NewVoiceMedia Vonage Contact Center. In the IP Relaxation list in OAuth policies, click Relax IP restrictions.
  

• The user's single sign-on cookie is invalid or has gone missing
  User needs to restart their browser and click the relevant single sign-on button.

User is experiencing a different problem or single sign-on is still not working after trying above fixes

Contact NewVoiceMedia Vonage Contact Center support for help.